AccountId: 011433970860
ContactId: f56607b4-2b01-4e1c-93c4-225f502e3ad4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527200 ms
Total Talk Time (AGENT): 247231 ms
Total Talk Time (CUSTOMER): 226147 ms
Interruptions: 7
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/f56607b4-2b01-4e1c-93c4-225f502e3ad4_20250625T12:37_UTC.wav
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[AGENT][POSITIVE] Gracias American Public Linore Monica.
[CUSTOMER][NEUTRAL] OK human being.
[CUSTOMER][NEUTRAL] Unos uncommono no no.
[AGENT][NEUTRAL] OK that number the polia.
[CUSTOMER][NEUTRAL] Go I got lucky no more.
[CUSTOMER][NEUTRAL] I don't know what's going on down but I can.
[CUSTOMER][NEUTRAL] A group of the policy number Cross nueve uno cuatro.
[AGENT][NEUTRAL] Issue.
[CUSTOMER][NEUTRAL] Peros oats.
[AGENT][NEUTRAL] Issa.
[CUSTOMER][NEUTRAL] Mao cuatro or the cuatro.
[AGENT][NEUTRAL] Is the directionic or electronica.
[CUSTOMER][NEUTRAL] No entino deta southwest in [PII] er no coloquereus emelopere.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Mm pretty yeah I work.
[AGENT][NEUTRAL] It's another Yahoo.
[AGENT][NEUTRAL] Uh-huh, see, I see.
[CUSTOMER][POSITIVE] Good yeah no yeah.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] See they go.
[AGENT][NEUTRAL] OK, no procue. So, um, medijoque madonos reclamoso sepagata.
[CUSTOMER][NEGATIVE] See I'm on there unterio Arman the cusmando you tell them I also cuna.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] See, um,
[CUSTOMER][NEUTRAL] The pick.
[AGENT][NEUTRAL] So conel the quest Paresequenosal diagnostico no es la or in the del medio um paralo laboratorios porqueneitamosa porquesiso los lo laboratorios is the oh maria queen of the poliapaquiosa reclas.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Are you it's it about you.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] See parapode um pago necessitamos el diagnostico noa de palos in el dinostico el dinostico vienne ella or the delo labor oratorios pueaallea aldo torque lordeolo laboratoriosles is a diagnostico protiques are escritoorqueer um no lope escrivi queer algoano el diagnostico.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but the the Larry.
[AGENT][NEUTRAL] CLque orde and laboratorel on the eve mm tora quebuscara and suspapeliabqueiosus laboratoriola la imbio is a doctor.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Can you go Ferrari?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, you
[CUSTOMER][NEGATIVE] No maybe the worst of it.
[AGENT][NEUTRAL] Silos uh-huh.
[CUSTOMER][NEUTRAL] But again.
[AGENT][NEUTRAL] And los papelesque um nos mando I start I start queen leorde no delo laboratorios is the aparthe deems.
[CUSTOMER][NEUTRAL] What's
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So see Paiel Doctor [PII] porque que bio a semis modia Soel doctor [PII] el the clamo de el um no nopagamoslas consulta esta polia nopaga consultaporeo ennego el copago parapagala consulta.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Lo quesippagalos come on.
[CUSTOMER][NEUTRAL] Keep it on to pass it up here.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] You my
[AGENT][NEUTRAL] Mhmvilia.
[AGENT][NEUTRAL] So [PII] in no novierto las consultas heels.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] And don't say I like I said it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, so no guarantalos.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEGATIVE] See this you know porque conquest no quemandalos clamolos and um, so no guaranteesaos beneficiosta resos are clamodos beneficios in hospital inresada de siochora so massamil quientola resorano yes pagar on the luci uncopago uncoseuro.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] El the outpatient levacuri Siva emergencia una clinica degencias uni on the entre salmi Mola un MRI CT scan theapia physica laboratorios I prosed demientos and officeicina del mediole cure asa otros mil quinientos.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm, no la la la.
[CUSTOMER][NEUTRAL] Mm, urgent care that we.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You know, a pole that's why I say I know, no, I so if I make the.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh-huh. Anteriorona Visita on women's personal physicians. Yesoona consulta elon ebrero elavente Marsoilla polia no cureoscopagos porqueza consulta.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I, there's a thing it came in that que question question.
[AGENT][NEUTRAL] Uh, personal mentienzo quese mas [PII] and Larry impleses the um la orden de los laboratoriosendiarla aspagamosote dese been the the quest used lepagalos.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Porque the the Tolos provedoresque unico quebataun enviclamos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh. OK. And also they have to take a querequelare direct ok Monday I mean is the the.
[AGENT][NEUTRAL] [PII] and see as as you queernaos in essa or uh nomainenpoo de poliae lepo numero the facts that numeral facts is that traarjeta.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah I wanna do.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can we sit down and like.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] You're not gonna be like.
[CUSTOMER][NEUTRAL] Ok.
[CUSTOMER][NEUTRAL] I think that
[CUSTOMER][NEUTRAL] No, no, no, what I can for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] And no matter
[AGENT][NEUTRAL] CSochoste uh-huh.
[CUSTOMER][NEUTRAL] Hello. Hello.
[AGENT][NEUTRAL] Dress is single.
[CUSTOMER][NEUTRAL] See?
[AGENT][NEUTRAL] Nuebe um rese Cinco.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Nue de cuatro.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] No stress.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] CSolotamos C.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][POSITIVE] OK, perfect. OK, [PII].
[AGENT][NEUTRAL] See [PII] that's just been my American Public Life. bye.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Bye.